Senior Manager, Customer Experience

kplace culture aligned with our core values of being inclusive, collaborative, customer centric, and socially responsible. We value work-life balance and flexibility, and as a result have introduced policies such as our hybrid office schedule, casual dress code, and flexible Fridays, which allow us to wrap up meetings for dedicated focus time or to start our weekends sooner, year-round. Our commitment to employee growth and development is demonstrated through our offering of facilitated courses and certificate programs and our investment in resources that enable self-paced learning.

The Role at a Glance

The Senior Manager, Customer Experience leads key digital initiatives that enhance the direct-to-consumer journey across our website and other touchpoints. This role improves customer satisfaction and conversion through a data-driven approach, including the development of a robust Voice of Customer strategy. This role drives a clear, consistent understanding of Brother customers-their needs, behaviors, and perceptions while promoting a customer-first mindset across the organization. This position works closely with cross-functional teams and senior leaders. This position delivers insights that support customer loyalty, retention, and growth.

Key Duties & Responsibilities

Voice of Customer Strategy and Execution

• Manage Customer Experience (CX)/Voice of Customer (VOC) Agency partner relationship by providing leadership and operational support, enhancing coordination and execution of varied solutions to support operations and customers

• Develop and strengthen Voice of Customer program across all digital channels

• Monitor and manage direct and indirect customer feedback to determine how customers are engaging with our product including surveys, feedback collection, social listening, focus groups and review analytics

• Use data to establish customer feedback loops across multiple channels

• Develop digital customer journey maps based on quantitative and qualitative insights.

• Manage CX/VOC Agency partner relationship by providing leadership and operational support, enhancing coordination and execution of varied solutions to support operations and customers

• Source/manage behavior analytics application that allows for session replay, heatmaps, conversion funnels, user feedback, etc. across the Brother-USA website and other Brother owned domains and applications

• Design and manage transactional and relationship surveys partner and propose new features and ideas

• Create regular reporting cadence to share customer insights with cross-functional stakeholders

Digital Customer Experience Strategy and Execution

• Develop and own cohesive Customer Experience strategy and performance evaluation across websites, touchpoints and business partners

• Leverage data and analytics to identify strengths and optimization opportunities within the Brother customer experience

• Conduct monthly reviews on key customer experience metrics with key stakeholders

• Oversee and optimize the customer journey to ensure positive interactions from initial contact to post purchase support

• Create seamless and consistent experiences that align with Brother brand expectations, which help drive loyalty and customer satisfaction

• Collaborate with multiple cross-functional teams including UI/UX, Marketing, Product, and Development team to prioritize and implement customer driven enhancements

• Monitor and improve key customer experience metrics including Net Promoter Score/NPS, Customer Satisfaction Score/CSAT, conversion rates and bounce rates

• Ensure consistent brand experiences across all digital touchpoints

Website Optimization and Performance

• Lead end-to-end conversion rate optimization (CRO) initiatives, overseeing the design, execution, and analysis of A/B and multivariate tests to improve on-site performance, reduce friction in the customer journey, and increase revenue per visit

• Collaborate with UX, merchandising, and analytics teams to continuously iterate based on data-driven insights

• Analyze website performance data to identify trends and opportunities for improvement

• Conduct in-depth analysis of website performance data, including funnel metrics, heatmaps, user session recordings, etc. to uncover high-impact areas for optimization. Translate insights into actionable recommendations

• Develop and execute optimization roadmaps informed by customer behavior data

• Prioritize initiatives that align with business goals, improve user satisfaction and drive measurable lift in engagement and conversion

• Collaborate with merchandising and marketing teams to streamline product discovery, refine navigation and search logic and optimize promotional and merchandising placements

• Ensure seamless integration for storytelling, content and functionalities

• Design and deploy personalization strategies leveraging segmentation, dynamic content and behavioral feedback to deliver experiences that increase relevance, drive engagement and boost conversion

• Continuously evaluate effectiveness using key performance indicators such as click-through rate, average order value, and add to cart rate

Analytics and Insights

• Utilize advanced web analytics tools (e.g., Google Analytics, Adobe Analytics, Heap) to extract and interpret data into actionable insights that inform experience strategy, site enhancements, and overall digital performance optimization

• Establish and manage rigorous testing frameworks to validate hypotheses, optimize site functionality, and measure the incremental impact of experience enhancements

• Partner with experimentation teams to ensure statistical validity and alignment with CX goals

• Present data-driven findings and strategic recommendations to senior leadership and cross-functional partners, translating complex insights into clear, and actionable business decisions

• Design, build, and maintain dynamic dashboards and reporting frameworks that monitor key customer experience KPIs

Key Experience & Qualifications

Education

• Bachelors Degree (or equivalent experience) in Business Administration, Marketing, or related field

Experience

• Eight or more years of experience spanning the following areas:

  • E-Commerce and Customer Service
  • Interacting and influencing across the organization
  • Project Management
  • Developing and owning Customer Experience strategies
  • Leadership experience managing agencies and/or internal teams
  • Effective communication and presenting to diverse audiences

• Two or more years of experience in Consumer Product Retail or similar B2C environment

Software/Technical Skills

• Intermediate knowledge of Web Analytics and Data Analysis Platforms (Google Analytics, etc.)

• Intermediate knowledge of Ticket tracking systems (JIRA, Workfront)

• Intermediate knowledge of Customer Feedback and Survey Tools (Qualtrics, Medallia, Hotjar)

• Intermediate knowledge of UX/Ui principles and conversion optimization best practices

• Intermediate knowledge of Customer Journey Mapping and Persona Development

Other Skills, Knowledge, & Abilities

• Excellent written, verbal, and interpersonal communication skills

• Ability to balance multiple projects & initiatives while staying organized, with attention to detail

• Ability to think critically & creatively to solve business problems

• Ability to manage vendors and drive for results

• Ability to turn insights into impactful improvements

• Analytical skills and decisive decision-making skills

• Ability to analyze data, make sound observations, and implement solutions

Compensation & Schedule for This Role

This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers. #LI-Hybrid

• The salary (or hiring) range for this position is $ 136,900 - $ 150,000 per year

• Starting salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, internal equity, location, and alignment with market data

• This position is eligible to participate in the relevant Brother variable pay incentive plan(s). Applicable bonus awards are discretionary and contingent upon 1) achievement of your individual objectives and 2) Brother achieving its corporate and business-level objectives

• Benefits include, but are not limited to, healthcare and wellness coverage, life and disability insurance, 401K, tuition reimbursement, and Paid Time Off. Details are available at https://mybenefits.nfp.com/Brother/2025/guidebook/

Benefits

We offer a comprehensive benefits package with diverse plan options to meet your family's needs, including health, vision, and dental insurance-all effective from day one of employment. Under our 401(k) retirement savings plan, we match up to 100% of the first 4% of employee contributions, with employer matches vesting immediately. Additionally, we offer an educational assistance program that reimburses up to 100% of tuition, lab fees, textbooks, and other related expenses for qualifying programs. To learn more, visit our benefits page: https://careers.brother-usa.com/benefits

Our Mission, Vision, & Culture

Our mission is to live our "at your side" promise to simplify and enrich the lives of our customers, employees, and communities. We aim to be where people and technology meet, providing products and solutions that enhance how people live, work, and create. We look to our strategic culture drivers - accountability, authenticity, boldness, and excellence - to enable us to consistently deliver on our vision, mission, and shared values. These drivers help us shape a culture that empowers the business to succeed. To learn more about our culture drivers and company culture, visit: https://careers.brother-usa.com/ourculture

About Where We Work

Brother's corporate headquarters for the Americas is in Bridgewater, NJ, across from the Bridgewater Commons Mall. This location houses key corporate functions, including HR, legal, finance, IT, and supply chain, and a significant presence of our business unit leadership and marketing teams. Our manufacturing and distribution facility in Bartlett, TN spans an impressive 1.5 million square feet - equivalent to 26 football fields - and is located on Brother Boulevard. In addition to the distribution center operations team, this facility hosts several other departments, including our customer service group. Brother also has employees based in other locations, such as Westminster, CO, where many of our marketing and product engineering team members from the mobile solutions division operate, as well as our distribution centers in Richmond, VA and Perris, CA. Additionally, our outside sales teams work remotely within their territories, staying geographically close to the accounts they support to ensure they are always "at your side" for our customers.

Links to Learn More

To hear more about our business and culture, visit these helpful links:

• Brother's Product Categories:
  https://careers.brother-usa.com/our-products

• Diversity, Equity, and Inclusion (DEI) and Employee Resource Groups (ERGs):
  https://careers.brother-usa.com/employee-resource-groups-diversity

• Corporate Social Responsibility:
  https://careers.brother-usa.com/our-corporate-social-responsibility-sustainability

• Work-Life and Flexibility:
  https://careers.brother-usa.com/lifeatbrother

• Growth and Development:
  https://careers.brother-usa.com/career-development

• Follow us on LinkedIn:
  https://www.linkedin.com/company/brother-usa/

Brother International Corporation ("Brother") is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application or any other aspect of the application or interview process, a reasonable accommodation will be made upon request.